Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dishonest. High pressure sales tactics. 15 March 2025 Received a cold call from ****** ******, their salesman who was extremely pushy when he called on a Saturday. He stated "I see that youve contacted us several times now. If you don't install solar today, net metering will go away forever. You will get a $600 payback each month. Your system will pay for itself in no time. He told us we would get 22K back from taxes, which is an actual credit we found out after reading the bad reviews about them. I guess if you dont qualify for the credit, such as you make too much money, you dont get the credit. They will then raise your monthly payment because you are not able to apply the credit towards your loan. We requested paperwork immediately. ****** said, There is no paperwork. I questioned that and stated I wanted to see some paperwork. Before we knew it, Mr. ****** was telling us to sign a bunch of on-line paperwork. We asked what we were signing he stated it was basically preliminary paperwork to get things going. Then he scheduled someone to come out to the house on Monday before we could read over the paperwork. We werent told there would be a charge for this person to come out. When we were finally able to get a hold of the paperwork to read it, we found out we were trapped into paying $500 because they hurried up and sent a man out to the house without giving us time to review the paperwork. We spoke with a couple people from the company after that and was given the well I dont know what to tell you. Their answer was we will charge you $300 instead because their guy has to be paid. We cancelled everything because of the deception and lies. We have been harassed every day with numerous calls and texts for payment. Companies like this should not be allowed to do this to customers. Paperwork should be provided to customers prior to forcing them to make a decision. These actions are unethical and should be illegal.

  

  Business Response

  Date: 04/18/2025

  
  Thank you for your patience as we looked into your concerns. We truly appreciate the opportunity to clarify what happened and to ensure you feel heard and respected throughout this process.
  
  Based on our records, we spoke with you on March 13th, and by March 14th, you had provided your power billsindicating interest in moving forward with hearing more about the process and pricing. While I wasnt personally involved in the initial conversation, I want to acknowledge that every customer experience matters deeply to us. Thats why I want to take a moment to clarify a few important points about the process and the federal tax credit, and to explain the reason for the original cancellation feewhile also letting you know what were doing to help resolve things.
  
  First, regarding the federal tax credit: This is often one of the most confusing parts of going solar, and we understand that. It should have been made clear that the federal solar tax credit is not a rebate or cash backits a credit applied to your federal tax liability. If you dont owe taxes, or if your income is fixed or you're receiving government assistance, you may not be eligible to receive the full benefit of this credit. For this reason, we always encourage customers to consult with a tax professional before making any financial decision based on it. To help, we include the following language directly in the contract:
  
  "If you are a residential customer, you must have sufficient tax liability to utilize the residential clean energy credit... You will not receive these funds directly; you can only offset the taxes that you owe to the federal government... It is recommended that you consult a tax attorney if you are relying on the tax credit to afford the cost of the solar energy installation."
  
  In terms of the contract and timeline, your site survey was scheduled for March 17th, which would typically allow time to review all documentation beforehand. Once the site survey is completed, we begin incurring real costsdispatching teams, reserving equipment, and preparing materials. Thats why a cancellation fee is typically applied if a project is stopped after this stage.
  
  That said, while we do stand by the rationale for that fee, we also genuinely value your business and your experience. With that in mindand as a gesture of good faithwere going to waive the cancellation fee in full. This is not something we do often, but we understand that sometimes expectations and communication dont align perfectly, and we want to make this right for you.
  
  We hope this resolution provides some peace of mind, and we appreciate the opportunity to work through this with you. If you have any further questions or concerns, were always here to help.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 1/3 of my solar panels are offline and not working. System is 1 year old. **************** will not call me back?

  

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to share your concerns. Were sorry to hear about your experience and that you feel our communication has fallen short.
  According to our records, you reached out to us on Wednesday of last week, and we returned your call on Friday. We do apologize for not being able to get back to you sooner. During that call, we were able to schedule your service appointment for the 23rd of this month.
  If this date does not work for you or if you have any additional questions or concerns, please dont hesitate to contact our customer service team at **************. Were available Monday through Friday, 8:00 AM to 4:00 PM PST, and wed be happy to assist.
  We appreciate your patience and look forward to resolving this issue.

• Initial Complaint

  Date:03/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the worst at communication! They turned my existing system off without notifying me. They said they would send a check for the inconvenience, its been a month still no check. Theyre supposed to pay my power bill for 6 months (not sure how to get this accomplished nor how long it will take). They seem to have unethical business practices.

  

  Business Response

  Date: 03/18/2025

  *******,
  As previously explained, the system was turned off for reasons that have already been outlined. Additionally, you were compensated for the 6 months of loan payments, and we will not be reimbursing power bills. The payment was issued on 2/20/25, which included compensation for the loss of production due to the system being offline, as this was not communicated to you. The total reimbursement amounted to $1,040.13.
  I understand that you called yesterday mentioning you have not yet received the check. I will follow up with our accounting team to verify if the check has cleared. If it has not, we will arrange for a reissue of the payment.
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting last October 2024 I had a door to door salesmen come and sell me Solar. I told them the only way I was to agree to a sales is that my monthly bill would have to be lower then PGE and cover my energy needs. They insisted that the tax credit I would get, that I do quality for and will be receiving. That the tax refund would come as one check that I would then pay to Dividen Finance once I received it in the year 2025. They neglected to tell me that tax credit does not necessarily come as a single check. That in fact it is distributed every year against my tax liability and I just end up getting a maximum tax refund until my credit is used up. I was lied to and mislead into agreeing to this sale. Had I known that my monthly bill would go up from $236.46 To $338.42 a month. Because it would be impossible to pay in full the tax credit the sales person promised is paid to me in full if I qualify for. I would not have agreed to it. And yes I understand that after everything was said and done they had me sign a paper stating I understand they are not tax consultants. Therefore I would say they should start having their sales person not blunt face lying about exactly about taxes. And using the taxes in the monthly agreements of good rendered. And making sure I have to give up that tax credit once received to put to the loan or my monthly bill goes up. Thus forth already determined to be impossible to do because that is not how the tax credit works. For not being tax consultants they sure hinge their sales pitch on taxes. And how said taxes are going to help lower my monthly power bill. Well now I will have a higher monthly bill for power then before they did their assessment on my home. And I have to pay *** as well because its still early on and I'm not seeing a power return at or greater then my power usage as was promised. This part I am still hopeful for.

  

  Business Response

  Date: 03/10/2025

  Thank you for bringing this matter to our attention.
  We understand the importance of your inquiry regarding the tax credit. However, it is important to clarify that PureLight and our sales representatives are not tax professionals, and as such, we are unable to provide guidance or guarantees on tax-related matters. While we do mention the tax credit as part of every sale, recognizing it's value as a significant incentive for adopting solar energy, we strongly encourage each customer to thoroughly review their tax liability and contract before signing. This step ensures they have all the information needed to make an informed decision about their investment.
  
  We will review the account to ensure **********************'s policies were followed and may reach out to you privately to get more information.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23025138
  
  I am rejecting this response because: "strongly encourage each customer to thoroughly review their tax liability and contract before signing." Is what you respond with. But that is not at all is the way your sales representative interacted with us.  Not the way tax liability is explained. If such the promise of max payout would not have been in the negotiation at all for keeping my monthly bill lower.  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our roof completely replaced by Purelight Roofing who contracted to ******** Contracting. We then had Purelight Power install solar following the completion of the roof in June/July 2024. We had a few issues that they had to come out and correct due to them being in a hurry and not tidying up some things. One of the issues was that the contractors kept the permit with them and not on site at all times as it states. As of 1/31/25 we developed major staining on our living room ceiling and major water running out of our windows and trim. Upon checking our attic we discovered that everything had become a sponge was covered in all kinds of mold and fungus contaminating our entire attic. Remediation companies have quoted us a COMPLETE REMEDIATION.Purelight has sent out two different sets of men to inspect and report back to management who will "follow up" with us. 2/13/25 The first set from the solar unit stated it was from "too much ventilation". 2/14/25 2 roofers come and one crawls around in there and states that our vents aren't in the right place (vents that the company installed). He also stated that it looked like the wood sheathing had not been completely replaced and we stated that all of it was to be replaced as that is what is in the bid/contract. They seemed caught off guard about this. They said that they realized we have a very bad problem going on, that this is not like a little leak that they are used to, that this is a very unusual situation. He had a couple other theories about the moisture but he wouldnt share them until he had spoken to their higher *** Without sharing all of the details or images at this time we want to warn everyone about corners being cut, gross negligence and now ZERO COMMUNICATION from any management.This situation and lack of any remedy by the company at fault is truly awful and horrible customer service. Our families health and safety is at risk the longer they delay but they seem to have no cares.

  

  Business Response

  Date: 03/04/2025

  We have attempted to reach this customer beyond the scope of their ******************** complaint; however, as of now, we have not received a response. Our efforts to address their concerns have been hindered, as we have been prioritizing the email correspondence that requires a response first. Unfortunately, despite these attempts, the customer has remained unresponsive to our outreach and has continued to submit additional complaints outside of the BBB complaint made.
  We remain committed to resolving this matter and are hopeful for a constructive dialogue to address their concerns as soon as possible.

• Initial Complaint

  Date:10/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking at quotes for solar energy. PureLight Power sent a consultant out and after the meeting, they quickly rushed through trying to get my wife and I to sign up. They never mentioned any cancelation fees and gave us a contract to quickly sign off on so they can head out after confirming we had signed off. We were really rushed. After we found another company, I looked for cancelation with their application, and I read the prints to identify that there is a 10% fee. This fee equated to $4,180.73. This is a very predatory tactic.

  

  Business Response

  Date: 10/22/2024

  Thank you for sharing your feedback. Were sorry to hear that you felt rushed during your consultation. Our goal is to ensure that every customer has a clear understanding of the process and the terms of the contract. The cancellation fee, which is outlined in the agreement, helps us recoup costs when a project is already far in the process (ie surveys, designs, etc).
  
  While we apologize if this wasnt clearly communicated, it's important to note that the fee was acknowledged when you chose to cancel after the 3-day cancellation window. We appreciate your feedback and will take this to the proper channels to improve the customer experience.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22435940
  
  I am rejecting this response because:

  "The fee was acknowledged when you chose to cancel after the 3-day cancellation window" says I had no awareness that there was cancellation fees or a cancellation period in the first place. Nobody mentioned any cancelation fees and I was only made aware of the cancelation fees when I was looking to cancel the request.

  Sincerely,
  **** ****

  

  Business Response

  Date: 10/31/2024

  The contract clearly outlines the cancellation policy, and we always encourage our customers to review all terms before signing. Article 9 and the last page mention the cancellation policy in more detail. We apologize that this seems not to have been appropriately communicated in person, causing you to feel like this was a predatory tactic. This was not our goal at all. The fee is simply there to help us recoup costs when a project is already far into the process. This is all outlined very clearly in the contract to ensure transparency. 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22435940
  
  I am rejecting this response because:

  The cancellation terms were not disclosed verbally at the signing of the contract. The cancellation should proceed without fees under Minnesota Statute 325G.08. I have reached out to the *********************************** to assist in reviewing this matter and ensuring consumer rights are protected. I hope we can resolve this amicably.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Part of the deal with PureLight Power was that they would pay the first 6 months of the financing of the solar panels. They sent two check and are now two months behind and not answering the phone.

  

  Business Response

  Date: 10/09/2024

  There is an active ticket for this, and our customer service agent working on this will reach out. 
  Those checks get sent out monthly for six months. I see we started sending them on the 13th of each month, and three credits are currently made. You will receive another soon if you have only gotten two so far. Another credit will be made on the 13th of this month. The six months works as a reimbursement; please continue to pay, and we will reimburse you for six months. 

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were extremely disappointed in the sheer lack of communication with this company! We jumped through all the hoops, got everything approved, then everyone dropped us the like a hot rock! After many weeks and weeks and weeks without a single call, text, or email. My husband who is a 77 year old disabled vet, got sicker and sicker so we decided we dont want to do business with them. Now they still want us to pay them! They did NOTHING but leave us hanging! I just need them to stop hounding us, its causing too much stress for my husband!

  

  Business Response

  Date: 10/02/2024

  We value our customers time and take communication seriously. Solar installation projects are complex and time-consuming. Because of this, it can sometimes seem that progress is moving slowly when, in reality, a lot of work is happening in the background. Dozens of people work for hundreds of hours on solar installation projects during this period, which makes it necessary for us to charge a cancellation fee upon reaching a certain point in a project. The customer reached that point, with work progressing to permitting and interconnection, which Purelight Power paid for. Therefore, the customer was invoiced for a portion of their contract price.
  
  Purelight made regular good-faith attempts to contact the customer to discuss the project and cancellation fee but received no response. As such, the invoiced amount was sent to collections, as agreed to in the customers contract.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a home solar setup in Dec 2022. When we purchased this, Purelight had a production guarantee. The system that they set up for has, did not meet this production guarantee. They are to add three more panels to my home. This agreement was signed and completed June 23, 2024. We now cannot get anyone from Purelight to call or email us back to get this work scheduled for installation. We've first contacted them in March to go over our production of our system. We are now almost 6 months past when we first contacted them and have now missed out on the best light production months of the summer. This will cost my family more money due to the delay of getting these panels installed. My husband has called multiple times, been told a manager will call back. No one has called back. I want this scheduled and completed ASAP.

  

  Business Response

  Date: 09/06/2024

  We apologize for the delay in communication on this issue. We handle our situations in which our initial design misses it projected production with extreme detail and care. Because of this, the extended time frame was necessary to ensure that we could obtain the proper permits and adjust the existing design accordingly. Our local branch manager has contacted the customer to schedule the new installation, and work will commence as soon as possible"

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/23/24, a salesman came to our door, saw our No Soliciting sign, and left without disturbing us. Then on 8/26/24, he came back when we were outside and approached us on our property. We asked repeatedly what he was selling and he wouldnt answer directly and lied that he wasnt aware of our No Soliciting sign.

  

  Business Response

  Date: 08/27/2024

  We apologize for the inconvenience this issue may have caused and we'll reach out to both the employee and management to ensure it doesn't happen again. Purelight's official policy is to avoid contacting homes with no soliciting signs, and we'll be sure to remind all relevant parties of that policy. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************